The purpose of the study is to analyze the impact of e-quality services on consumer satisfaction and loyalty in Nigeria. A cross-sectional research design was adopted using a well-structured questionnaire to elicit information for 408 postgraduate students currently studying in Nigerian universities. The research instrument was validated, while data collected were analyzed using the Statistical Package for the Social Science (SPSS) and Structural Equation Modeling (SEM) for hypotheses testing. The result revealed a statistically significant positive relationship among consumer satisfaction, loyalty, e-service quality and their dimensions while the findings established trust and satisfaction as prominent mediators for online purchases. This research contributes to the study of online shopping and e-loyalty by developing a model on the construct within the e-commerce context and suggesting possible factors that may influence quality service decisions.

The purpose of this study is to examine the relationship amongst innovation, strategic agility and firms’ resilience in Nigerian tertiary institutions. A descriptive research design was em-ployed with a sample size of 492 top management respondents from selected tertiary institu-tions, using SPSS and structural equation modeling (SEM) for analysis and hypotheses test-ing. The authors found that innovation and strategic agility predict a firms’ resilience in ter-tiary institutions in Nigeria. This paper complements the limited literatures on education at post-secondary level by providing a model and empirical indications on innovation being a mechanism underlying resilience capability among tertiary institutions in Nigeria.

Numerous studies have been conducted on individual and organizational adoption of social media, and many of these studies were conducted in advanced economies by focusing on large corporations. This study addresses the gap by examining the use of social media by SMEs in West Africa, notably Nigeria. Using a structured questionnaire, 682 small business owners were questioned regarding their thoughts on social media adoption: cost, privacy, convenience, and quality of service. The PLS-SEM result reveals a structural relationship between social media adoption and SME performance. Due to the substantial change in operations induced by COVID-19, enterprises are increasing their involvement in social media marketing to improve performance, and the competence of social media strengthens the effect on customer satisfaction.